Shipping Policy

 

After receiving your cleared payment we will do our best to ship your products within 1-2 business days. However, on some occasions, orders may be placed on backorder, it takes up to 2-3 business days to process and ship.

 

Orders placed on Friday afternoon and weekends will be processed on Monday. Orders placed on the last working day before an official holiday will be processed on the first working day after the holiday.

 

All orders are subject to final approval by Polarhomesupply.com and to product availability. We do not ship to P.O. Boxes and APO/FPOs.

 

Local Pick Ups:

If you want to pick up products locally please contact us prior to order.

 

 

More details:

After an order has been shipped out, the purchaser should receive an email with tracking number of shipment. We ship only within the 48 contiguous states of the United States and to Canada. Free shipping applies only towards the items that were marked as free shipping. 

 

The carrier is chosen by Polarhomesupply.com. However you have complete choice to use your own shipping company and purchase additional insurance through your shipping company, all at your own expense.

 

Transit times and delivery:

Transit times are usually between 1-7 days from the date of shipment. Polarhomesupply.com is not responsible for any delays in shipping due to circumstances beyond our control. A carrier is responsible for delivering to your house -curb side.  The truck driver is not obligated to assist you with any unloading/moving of your package. If you need a lift gate to lower the pallet or need inside delivery, you can purchase additional services on checkout.

 

Also be aware that freight carriers differ from the regular shipping companies.  Freight deliveries are performed by commercial trucks and cannot manoeuver easily in tight areas.  If your area is not accessible by truck, you will need to pickup the pallet at the closest freight terminal.

 

Signature is required at the time of arrival.

 

 

Shortages and damages:

Polarhomesupply.com’s shipping partners are reliable and reputable carriers, but occasionally shipping damage does occur. Resolving the problem of transit damage or loss depends on the cooperation of all parties.  Polarhomesupply.com makes every effort to ensure that your shipment arrives on time and in good condition and when a claim arises, we work with our customers to satisfy all parties.

 

In no event shall Polarhomesupply.com be responsible for damage incurred once the order leaves our facility. Freight damage claims must be made by buyer against the carrier; therefore, it is imperative that you follow these guidelines.

 

It is the responsibility of the customer to inspect the equipment personally upon receipt.  Inspect all equipment carefully. This means removing all box covers and inspecting for damage that may have occurred while in shipment.

 

Please, count the number of items, make sure your count exactly matches the count printed on the delivery receipt and delivered products match the products you ordered. Please check the items for any mismatch before unloading them, in order to replace the mismatched items we could as soon as possible. Do not sign the delivery receipt until you have inspected each item carefully and thoroughly for damage, shortage and mismatch.  You are not obligated to sign for any damaged freight from the shipper; however any equipment you sign for does become your property.

 

If damage, mismatch or loss is apparent upon delivery, do not accept the shipment until you make a notation of the damage, shortage or mismatch on all copies of the carrier's Bill Of Lading. These notations have to be precise in damage description. The truck driver has to sign all copies to acknowledge the notation. You are not able to claim for any damages or shortages that you discover after signing the delivery receipt free and clear. 

 

In case of mismatch of items that were noted on the delivery receipt and were accepted within 48 hours. You must report to us as soon as possible after receiving your order by phone or email, if no one is available to take your call please leave a voice message, specify your problem,  your name, order number and phone number.

 

In case of mismatch of items that were noted on the delivery receipt and were not accepted. You must report to us as soon as possible by phone or email what you refused by reason of mismatch.  If no one is available to take your call please leave a voice message, specify the items that were refused by the reason of mismatch,  your name, order number and your phone number. We will ship the replacement once we have confirmed with the shipping company what was refused by reason of mismatch.

 

In case of shortages that were noted on the delivery receipt . For example: The number of items on the shipment don’t match the number listed on the delivery receipt. Note on the delivery receipt which items are missing, have the driver sign that the missing item has been seen, and  report to us immediately via email or phone. Polarhomesupply.com is not liable for any shortages occurred through a carrier’s fault, therefore any claims made must me between consumer and a carrier. Please allow some time for the carrier to locate the missing items that were noted as missing on the Bill of landing.

 

In case wrapper and boxes are  torn or it has signs of being replaced during transit, please note on the delivery receipt the items with broken packaging,  and check your items carefully for damage, mismatch or shortage.

 

In case the equipment has any type of damage , make sure to note it on the delivery receipt.

 

For minor cosmetic damage, note the damage on the delivery receipt and ask for a damage claim form from the shipping carrier. However, minor flaws and cosmetic damage that do not affect the operation of the system or the warranty are specifically excluded under shipping insurance policy. In the rare instance of considerable damage, please make note on the bill of landing, have driver sign the damage has been seen,  accept package and as soon as possible take pictures of the damage without unwrapping the package, preferable take pictures while shipper is still there, then contact a carrier’s claims department  and submit the claim and pictures.

 

 

YOU ARE NOT OBLIGATED TO SIGN FOR ANY DAMAGED FREIGHT FROM THE SHIPPER; HOWEVER ANY EQUIPMENT YOU SIGN FOR DOES BECOME YOUR PROPERTY, therefore it is your responsibility to claim to freight carrier for compensation (we may assist you to resolve freight claiming, all damages must be noted on the delivery receipt). If you refuse to accept the freight due to unacceptable damages to the unit, you must NOT sign on the delivering carrier's documents and need to ask the freight carrier driver to take it back. We must be notified immediately the damaged products were received and refused.

 

If the bill of lading is signed and does not have damages or shortages noted on it neither the freight line or Polarhomesupply.com will be liable for the cost incurred to replace those parts which are damaged or lost. We have no proof the freight was damaged or lost in transit if the bill of lading does not state that the freight was damaged or something was lost. The freight line will deny all claims and Polarhomesupply.com will have no recourse to hold the freight line liable for damages or loss. Polarhomesupply.com is completely not liable for any damages occurred through a carrier’s fault.

 

Please understand that we ONLY ship out replacements, when the damaged product has been refused at the time of delivery for damages.

 

If you have signed your delivery receipt, the equipment becomes your property: you (the customer) is responsible for resolving the issue with shipping company.  You will then need to contact the shipping company to report any damages to the claims department, provide them with your shipment's tracking information to file a claim for damages or shortages.